Escalation Manager

Description

SUMMARY

The Escalation Manager serves as the primary point of contact for complex and highly escalated member, dealer, and business partner concerns related to the Costco Auto Program. Acting on behalf of, and under only general supervision from, the Executive Vice President of Program Operations and Associate Vice President of Member and Business Solutions, this role investigates sensitive issues, develops resolution strategies, and drives fair, timely outcomes. The position regularly collaborates with Costco leadership and key business stakeholders to address executive-level escalations, support strategic relationships, and ensure exceptional member experiences. The majority of the incumbent’s time is spent on work directly related to the management policies and general business operations of the Costco Auto Program, exercising discretion and independent judgment with respect to matters of significance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• •Serve as the primary point of contact for highly escalated member, dealer, and business partner concerns related to the Costco Auto Program.
• •Act on behalf of the Executive Vice President of Program Operations and Associate Vice President of Member and Business Solutions in investigating, evaluating, and resolving issues escalated to executive leadership.
• •Partner directly with Costco leadership, dealership executives, and key business stakeholders to manage sensitive, high-profile, and executive-level escalations.
• •Serve as a liaison between Costco leadership, internal leadership, dealerships, and members to facilitate communication, alignment, and effective resolution of complex issues.
• •Conduct comprehensive investigations by gathering, reviewing, and analyzing documentation, communications, transaction records, and stakeholder feedback.
• •Manage complex cases from assignment through resolution, ensuring timely follow-up, effective communication, accurate documentation, and appropriate stakeholder engagement.
• •Evaluate complex situations, exercise independent judgment, and determine appropriate resolution strategies that balance member satisfaction, business objectives, operational effectiveness, and program integrity.
• •Interpret program guidelines, policies, and procedures and determine how they apply to novel or disputed situations, including granting exceptions within delegated authority and recommending exceptions that exceed that authority.
• •Effectively de-escalate challenging situations while maintaining professionalism, diplomacy, and a member-focused approach.
• •Lead cross-functional efforts to identify root causes, resolve recurring issues, and improve business processes, service delivery, and member satisfaction.
• •Analyze trends and develop recommendations for operational, procedural, policy, and program enhancements.
• •Assess operational, financial, and reputational risks associated with escalated concerns and provide recommendations to leadership.
• •Serve as a resource to internal stakeholders regarding escalation management, member experience, conflict resolution, and program interpretation.
• •Adjudicate escalated and exception-level Price Verification matters for vehicle purchases, leases, and other program-related transactions, including matters referred by the Program Specialist Group.
• •Advise members, dealers, and business partners regarding program pricing, policies, procedures, and resolution options.
• •Uphold the Costco Auto Program's commitment to exceptional service, member satisfaction, and positive business outcomes.
• •Perform other duties as assigned.

Requirements

• •High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• •Minimum of 5 years of progressively responsible experience handling complex escalated member, customer, dealer, business partner, or executive-level concerns in a high-touch service or business operations environment.
• •Demonstrated success resolving complex issues, managing sensitive situations, and exercising sound judgment in situations involving competing priorities and stakeholder interests.
• •Proven ability to independently investigate issues, evaluate facts, and develop effective resolution strategies.
• •Experience communicating and collaborating with executive leadership, strategic business partners, and external stakeholders in sensitive or high-profile situations.
• •Demonstrated ability to exercise independent judgment and make recommendations on complex issues with operational, financial, member experience, and reputational impact.
• •Strong analytical and problem-solving skills with the ability to evaluate business impacts and identify practical solutions.
• •Experience identifying trends, recommending process improvements, and contributing to operational enhancements.
• •Proficient in Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• •Experience using case management, CRM, or similar systems to track and manage complex issues.
• •Familiarity with performance and quality measures used to evaluate escalation outcomes, stakeholder satisfaction, and program effectiveness.
• •Strong attention to detail and the ability to gather, analyze, interpret, and document information accurately.
• •Superior written and verbal communication skills with the ability to effectively communicate with members, dealership personnel, Costco leadership, executive leadership, and internal stakeholders.
• •Excellent listening, negotiation, conflict-resolution, and relationship-management skills.
• •Ability to remain calm, professional, and solutions-focused while handling highly escalated and emotionally charged situations.
• •Demonstrated ability to work independently with minimal supervision while effectively collaborating across departments.
• •Strong organizational and time management skills with the ability to manage multiple competing priorities and deadlines.
• •Commitment to maintaining high standards of member service and professionalism.
• •High level of accountability, integrity, and professionalism.
• •Automotive, dealership, customer advocacy, member services, business operations, hospitality, luxury retail, or related experience preferred.
• •Spanish fluency preferred in order to support Spanish-speaking members